Dates: 12 Jan; 23 Feb 2018

Time: 9am – 5pm

Early Bird Fee: S$465  (Register one month earlier)

After SDF Grant, Fee: S$451 only

Normal Fee: S$500!

SDF Code: CRS-N-0030505


FOC for the 11th participant
for 6th participant.

Most organisations received customers’ complaints at some point, even though their employees would strive to provide excellent customer service. How you respond to customers’ complaints can further strengthen or break your organisation’s reputation.

Join us to learn from ACES’ highly-experienced Business English Coach! You will learn simple but powerful techniques to craft written responses to customers’ complaints . And you will be able to do so with ease!

Course Outline

  • Customer Complaints and Company Image
  • ‘We all need people who will give us feedback.
    That’s how we improve.’ –Bill Gates
  • The Two Approaches to Responses
  • – direct
  • – indirect
  • The Effective Format in Writing Responses
  • – how to begin
  • – what to write
  • – how to end
  • Different Scenarios, Different Tone
  • – saying sorry
  • – giving bad news
  • – refusing customers’ requests
  • Less is More
  • – common mistakes in long sentences
  • What’s Next – Action Plan

Who Should Attend

ANYONE who interacts with external and internal customers.

Facilitator’s Profile

Nancy Yeo Managing Director

Nancy Yeo was certified in USA, Illinois, St. Charles, to design and deliver interpersonal skill programs. She has substantial experience delivering soft skill programs in Asia Pacific. Nancy has trained thousands of professionals, most of whom found her training very practical, and her sharing of real-life experiences very useful to their career.

Nancy prides herself with a mastery of impeccable linguistic skills in communication and in training.  Her grasp of the English language is practical and hands-on in approach. Her professional experience revolves around people, liberating them to become self-assured and confident.

The Interpersonal Skill Specialist

ACES Learning Hub Pte Ltd

Call: Sharon 6299 0885; Irene 9235 1622

What Our Participants Say

"Knowing how to handle complaints arising from company’s mistakes and complaints whereby the customers are wrong. Understanding the language and tone to be used."

“Different approaches to handling complaints via email (Not a one size fits all thing). Tips on handling complaints. Knowing the dos and don’ts when responding to emails. Brushing up on business writing."

"Nancy is very clear and precise in her work. Quoted several scenarios to further emphasise some points added incentives are her sense of humour and dramatic expressions which made the class more interesting."

“Nancy was able to engage the class with many examples and giving us feedback on our writing skills. She is entertaining when delivering her points. Her knowledge/experience in this field helps to allow us to learn on other industry practices.”